We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If you would like to exchange a product for a different size or colour, please follow the return policy and instructions. You may purchase the new item you want immediately to insure the item is in stock. Your original purchase will be refunded when we receive your returned product.

Product must be returned unused in its original packaging. Product not in the original packaging and / or condition will be subject to a fee of up to 20% of the original purchase price. The amount refunded excludes any outbound shipping paid on the original purchase.

Returns / exchanges cannot be made in person. Please follow the Return Instructions.

We cannot assume responsibility for misdirected, lost or damaged shipments. Return shipments should be sent with a tracking service.

Customers are responsible for return shipping costs. If we sent you the wrong product by mistake, we will pay for your return shipping and ship the correct product back to you free of charge. 

To start a return, send us a email to insomniasmoke@gmail.com with a order number. Make sure to include a brief explanation as to why you would like to make your return or refund. If you received damaged of defected goods, please send us supporting photos and a description of the defect.

You can always contact us for any return question at insomniasmoke@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Upon discovering any damage, please take clear photographs of both the damaged item(s) and the box in which your item(s) were shipped. These images are crucial for us to understand what went wrong and to improve our shipping methods in the future.

Immediately after taking photographs, contact our customer service team. You can reach us via email at insomniasmoke@gmail.com and provide the following in your communication:

• Your order number.
• A brief description of the damage.
• The photographs of the damaged item(s) and box.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Failed Delivery, Unclaimed Parcels and Return to Sender

Customers are responsible for providing a complete and accurate delivery address, monitoring the tracking information, and ensuring that they are available to receive their order.

If the customer is unavailable when delivery is attempted, the customer is responsible for following the carrier’s instructions and arranging redelivery or collecting the parcel from the designated collection point within the period specified by the carrier.

If the customer does not arrange redelivery, does not collect the parcel, or does not respond to the carrier’s delivery notifications, the parcel may be returned to us.

When an order is returned to us due to an unsuccessful delivery caused by the customer, the following conditions apply:

The original shipping charge will not be refunded because the shipping service was provided.
A refund for the returned products will be processed only after the parcel has been received and inspected by us.
Any return-to-sender charges or additional carrier fees may be deducted from the refund, where permitted by applicable law.
If the customer would like the order to be shipped again, the customer must pay the new shipping charge and any applicable return-to-sender costs before reshipment.
Any free-shipping promotion applied to the original order does not cover reshipment or return-to-sender costs.

These conditions also apply when a parcel is returned because the customer provided an incorrect or incomplete delivery address, refused the parcel without prior agreement, or failed to provide information requested by the carrier.

This section does not apply when the delivery failure was caused by an error made by Insomnia Smoke or the delivery carrier. Nothing in this section affects the customer’s mandatory rights under applicable consumer protection law.

We will review the circumstances of each returned shipment individually. Depending on the specific situation, the customer’s communication with us and the carrier, and the reason for the failed delivery, we may, at our sole discretion, offer one complimentary reshipment. Any such offer is made as a goodwill gesture and does not create an obligation to provide free reshipping in future cases.

Return addresses

Insomnia Group SIA
A. Briana iela 9a-2 321
Riga, LV-1001
Latvia
+371 299-229-96

We also offer return addresses in Germany, France, Italy, Spain, the UK, and the USA. Please contact us via email at insomniasmoke@gmail.com to receive a return address in one of these countries.